Pottery Barn - Dallas, Texas

Brooke W.

Gigi helped me pick a duvet cover, which sounds simple at first, but I’m super picky and had spent months trying to find anything I like. She has great taste and her customer service surpassed all other stores I’d checked out previously (over 5). I hope her manager sees this and gives her recognition for her expertise!

L

My sister and I were exploring options for a new leather sofa she planned to purchase. Unfortunately, the level of service we received did not align with the high standards one would expect from a premium retailer.

Earlier in the day, my sister visited the store alone and struggled to find assistance, despite spending over an hour browsing. Later that evening, when we returned together, the same interior design specialist who had been inattentive earlier became noticeably more engaged and attentive. While the furniture itself met her expectations, the disparity in service left her hesitant to make a purchase from this store.

For a retailer of this caliber, attentive and friendly customer service should be a consistent part of the experience, regardless of the circumstances. I hope this feedback encourages a review of staff training to ensure all customers are treated with the professionalism and respect they deserve.

Thank you for your time and attention.

Elle Times

J S.

Do not try to do a return on this store because they don’t know how to do it. They will give you a less amount of what you have paid and tell you to call customer service. Then customer service will tell you that they did the return wrong and they can’t do something about it. In this scenario you will be losing money but it’s not me because I will contact my credit card company for a chargeback. Employee Kathy prefers to say that there is no internet in the site to not give you information about anything. Be aware

Christine H.

Spring has sprung! The store looks amazing!

Sarah R.

The designer helped us pretty well and we are looking forward to see the room come together. A few hiccups but not on the part of our designer. Suzanne was a gem.

Ortak H.

purchased a flower and flower pod and specifically requested they hold it until June 15th for my move to a new home. Today, when I went to pick it up, I was informed it had been canceled and they didn't have the items in stock anymore. The lady who assisted me, Cambry, did not apologize and instead insisted she had only agreed to hold it until a certain date. I was disappointed by her attitude and the poor service I received. Despite buying all my furniture for my new home from this store, I doubt I will return in the future

Zach D.

My experience with with the Pottery Barn on Knox street is by far the worst experience that I have had with a furniture store. I decided to buy a sofa from them in store after talking with a sales person. She told us that the sofa was upstairs and that we can take it home that day if we had our own delivery people. We thought that was a fine idea because we have a group of movers that we regularly work with. However, it was not until after we swiped our card that we were told that the sofa is actually not upstairs and that it would be in a week later. We were assured updates via text and phone, but we never received those. Upon calling on the delivery date, we were assured that the sofa was in the Dallas warehouse and that it would come in later in the week.

However, at the end of the week, we received no update and had to call for one. Now, managers are involved and they told us that we should have never received a firm date for the delivery, and that the original sales person over promised. Nevertheless, the manager called the warehouse to confirm that the sofa would be in-house after another week because “all of their deliveries are delivered at that time.” She called us the preceding weekend to confirm that the sofa would be in store on Monday, so we set up movers to arrive to the store at 11am to pick up the sofa. I called at 10 am and surprise, surprise the sofa was not in store. The manager told us that the sofa left the facility but had not arrived yet.

The problem with her statement is that we were told by Managment that “deliveries are dropped off at 6am.” We were not told that deliveries are dropped off throughout the day. As a consequence of Pottery Barn’s lack of communication, mismanagement, and lack of professionalism, we have to disrupt our movers days and pay additional money to them because the sofa is not available to be picked up. I would give this store negative stars if I could. I wholeheartedly do not recommend anyone buy from here and I hope the area manager takes a deep dive into retraining management and sales associates.

Nolan

been waiting 3 months for a gift card to be mailed for a return I did in january, have called 12 times with a different issue being the reason for delay each time. Nice employees at this location but they pretty much stole from me. Luckily I am young enough to have the energy to set reminders to reach back out and send customer service issue escalations in. If I were elderly and had trouble using computers, Pottery Barn would just ignore my issue and hope I went away.